I was only going to post this on the apple forum but apple don't like it and deleted it
I noticed the keyboard service program the night before I took my MacBook Pro to the apple store, with this problem for the second time. In the apple store the genius was going to replace the keys and blow out my MacBook to fix the problem until I said that was done before, I then mentioned the keyboard service program. As soon as I mention keyboard service program the repair changed to replace the top cover. I asked how much this will cost me and was told it was a free repair by apple. I was then asked to take the UAG hard case from my MacBook Pro, after some flipping and twisting I finally remove the hard case. The genius then inspected the MacBook and only found a little pitting.
On day 13 of apple having my MacBook I called to find out what is happening, I was told it is being worked on and they hope to have it finished by the end of the day. I asked if I can collect my MacBook that night, I was passed to someone else who then says that no one had yet looked at my MacBook and it might be looked at the next day.
On the morning of day 14 I get a call from apple there is water pouring out of my MacBook the free repair is now costing £517 do I want to go ahead with the repair, I said I was coming over to the store.
When I went into the apple store the genius I spoke to had 2 pictures of the water damage one of the inside of the MacBook and one of an IO board removed from my MacBook. I asked her to show me a water tab indicator that had been triggered, the reply was that you can only see the triggered water tab indicator and the water damage under UV light. I had to explain to het that the water tab indicator is white and when triggered it turns red in normal light and water damage would be visible under normal light. I then asked again to see the triggered water tab indicators. The manager arrived they take my MacBook out the back to look again. After 45 minutes they return and I am told that the water has missed all the water tab indicators and then showed me some pictures from below the keys that they said was water damage. I was told there was water under the fans of the MacBook and the good news was that the water has not touched the logic board. I was then told that the batteries on my MacBook were swollen and he recommended that I get them changed. I said that’s ok my apple care covers the batteries and as the batteries are part of the top cover that will mean that the keyboard problem is fixed at the same time. The managers response was that I would have to have the water damage repaired before apple would repair the keyboard and the batteries.
I pointed out to the manager that it says on the apple website “Note: If your MacBook, MacBook Air, or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair.”
I do not see how any of the above would impair the replacement of the battery cells, the fact that this would also replace the top cover including the keyboard is down to the design of the MacBook pro. Water damage to the keyboard is incidental to replacing the battery as far as I can see.
I said to the manager you want me to pay for a new top cover for my MacBook Pro that you will fit for me, fixing the water damage and also fixing the sticky keys, replacing the batteries; once the water damage has been repaired apple will sort out the stick keys and the swollen batteries that I would have just paid for to be done.
The manager said yes apple would carry out the repair for the sticky keys and the battery if they were required to be done but only after I have had the water damage repaired by replacing the top cover.
How can apple justify saying the water damage impairs the service of fixing the sticky keys and the swollen batteries?
I noticed the keyboard service program the night before I took my MacBook Pro to the apple store, with this problem for the second time. In the apple store the genius was going to replace the keys and blow out my MacBook to fix the problem until I said that was done before, I then mentioned the keyboard service program. As soon as I mention keyboard service program the repair changed to replace the top cover. I asked how much this will cost me and was told it was a free repair by apple. I was then asked to take the UAG hard case from my MacBook Pro, after some flipping and twisting I finally remove the hard case. The genius then inspected the MacBook and only found a little pitting.
On day 13 of apple having my MacBook I called to find out what is happening, I was told it is being worked on and they hope to have it finished by the end of the day. I asked if I can collect my MacBook that night, I was passed to someone else who then says that no one had yet looked at my MacBook and it might be looked at the next day.
On the morning of day 14 I get a call from apple there is water pouring out of my MacBook the free repair is now costing £517 do I want to go ahead with the repair, I said I was coming over to the store.
When I went into the apple store the genius I spoke to had 2 pictures of the water damage one of the inside of the MacBook and one of an IO board removed from my MacBook. I asked her to show me a water tab indicator that had been triggered, the reply was that you can only see the triggered water tab indicator and the water damage under UV light. I had to explain to het that the water tab indicator is white and when triggered it turns red in normal light and water damage would be visible under normal light. I then asked again to see the triggered water tab indicators. The manager arrived they take my MacBook out the back to look again. After 45 minutes they return and I am told that the water has missed all the water tab indicators and then showed me some pictures from below the keys that they said was water damage. I was told there was water under the fans of the MacBook and the good news was that the water has not touched the logic board. I was then told that the batteries on my MacBook were swollen and he recommended that I get them changed. I said that’s ok my apple care covers the batteries and as the batteries are part of the top cover that will mean that the keyboard problem is fixed at the same time. The managers response was that I would have to have the water damage repaired before apple would repair the keyboard and the batteries.
I pointed out to the manager that it says on the apple website “Note: If your MacBook, MacBook Air, or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair.”
I do not see how any of the above would impair the replacement of the battery cells, the fact that this would also replace the top cover including the keyboard is down to the design of the MacBook pro. Water damage to the keyboard is incidental to replacing the battery as far as I can see.
I said to the manager you want me to pay for a new top cover for my MacBook Pro that you will fit for me, fixing the water damage and also fixing the sticky keys, replacing the batteries; once the water damage has been repaired apple will sort out the stick keys and the swollen batteries that I would have just paid for to be done.
The manager said yes apple would carry out the repair for the sticky keys and the battery if they were required to be done but only after I have had the water damage repaired by replacing the top cover.
How can apple justify saying the water damage impairs the service of fixing the sticky keys and the swollen batteries?
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